Client Solutions Manager (CSM) for Nonprofit Fundraising- REMOTE

AnswerNet; United States; Remote; USD 50,000 - 65,000; Full time

Job summary

AnswerNet is seeking a Client Solutions Manager for nonprofit fundraising to bridge between nonprofit clients and our call center operations. You will own the success, profitability, and growth of telefundraising campaigns, translating client goals into actionable strategies and ensuring KPIs are met.

Top candidates will have 3+ years in account management or campaign management within BPO, strong fundraising knowledge, and solid data analysis skills to optimize ROI and donor engagement.

Qualifications

• 3+ years of experience in account management, client success, or campaign management within a third‑party call center (BPO).
• Demonstrated fundraising principles knowledge, donor retention strategies, and campaign analytics.

Responsibilities

• Client Relationship Management: Serve as the primary contact for nonprofit clients, leading calls and strategic planning.
• Campaign Strategy & Implementation: Lead onboarding and launch of new campaigns, design donor segmentation strategies.
• Operational Alignment: Translate client objectives into floor‑level execution and provide feedback on agent performance.
• Performance Analysis & Optimization: Monitor real‑time data and reports to identify bottlenecks and ROI improvements.
• Reporting & Financial Tracking: Produce weekly/monthly campaign reports and track billable hours vs budgets.
• Compliance & Quality Assurance: Ensure campaigns adhere to PCI, TCPA, and client guidelines.
• Performs other duties as assigned.

Skills

Fundraising expertise

Analytical skills

Communication

MS Excel

Salesforce

Five9

Genesys

VICIdial

Tools

Salesforce

Five9

Genesys

VICIdial

MS Excel

Job description

Client Solutions Manager (CSM) for Nonprofit Fundraising

Job Category : Client Solutions Management

Client Solutions Manager for Nonprofit Fundraising

Work Hours: Monday through Friday (after hours as needed)

Pay Scale: $50,000 - $65,000 Yearly DOE

Job Type: Full-time

About AnswerNet

AnswerNet is the brand name for the AnswerNet family of companies including AnswerNet, Inc., New AnswerNet Inc., Cerida Investment Corp., TPV.com, and Ansercomm to name a few. Together with our affiliates, AnswerNet operates more than 20 contact centers within the continental United States and Canada. We provide a vast range of services to optimize telephone answering services, appointment setting and confirmation, customer support, third-party verification, sales, lead qualification, market research, and a host of other contact management solutions. In all, AnswerNet has more than 10,000 satisfied clients and we process over 125 million interactions per year.

Position Summary

The Client Solutions Manager acts as the strategic bridge between non‑profit clients and internal call center operations. This role owns the success, profitability, and growth of assigned telefundraising campaigns. The manager partners with non‑profit stakeholders and the internal sales team to understand goals, translate them into actionable campaign strategies, and collaborate with production floor management to ensure daily KPIs are met or exceeded. The ideal candidate blends account management expertise with a deep operational understanding of call center dynamics and non‑profit fundraising metrics.

Essential Duties and Responsibilities

• Client Relationship Management: Serve as the primary point of contact for non‑profit clients, leading weekly performance calls, quarterly business reviews (QBRs), and strategic planning sessions to ensure high client satisfaction and retention.
• Campaign Strategy & Implementation: Lead the onboarding and launch of new campaigns, collaborate with clients to develop compelling phone scripts, design effective rebuttal matrices, and establish targeted donor segmentation strategies.
• Operational Alignment: Work closely with the Operational team to translate client objectives into floor‑level execution, conduct calibration sessions, provide feedback on agent tone and accuracy, and ensure mission‑centric messaging is maintained.
• Performance Analysis & Optimization: Monitor real‑time data and daily production reports (e.g., conversion rates, pledge fulfillment, cost‑per‑acquisition, and average gift size) to proactively identify performance bottlenecks and propose solutions for better ROI.
• Reporting & Financial Tracking: Generate comprehensive weekly and monthly campaign performance reports, and track billable hours against campaign budgets to ensure client ROI and internal margin targets are achieved.
• Compliance & Quality Assurance: Ensure all campaigns strictly adhere to PCI‑compliance standards, telemarketing regulations (TCPA), and specific client brand guidelines.
• Performs other duties as assigned.

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Fundraising Expertise: Demonstrated understanding of non‑profit fundraising principles, particularly telefundraising, sustained giving (monthly pledges), and donor retention strategies.
• Analytical Skills: Strong proficiency in data analysis with the ability to interpret call center metrics (Service Level, AHT, Conversion Rate, RPC) and translate them into actionable business narratives for clients.
• Communication: Executive‑level presentation and negotiation skills, with the ability to manage client expectations gracefully while effectively delivering constructive feedback to internal operations teams.
• Technical Proficiency: Advanced skills in MS Excel and experience with CRM platforms (e.g., Salesforce) and enterprise dialer systems (e.g., Five9, Genesys, VICIdial).

Education and Experience

• Specific Education requirements are not specified in the job description.
• Experience: 3+ years of experience in account management, client success, or campaign management within a third‑party call center (BPO) environment.

Preferred Experience: Direct experience working in the development or annual giving office of a non‑profit organization before transitioning to the agency/BPO side.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.